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Subscriptions and Who Can See a Service

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In this lesson, you will learn:

  • What a subscription is
  • Who can subscribe
  • How subscriptions help agents
  • How to limit who sees services

🔁 Quick look back: Last time: Service Offerings and Service Commitments. You learned how service commitments record an offering’s promises, like 99.5% availability.

1 “Which email does Sam use?”

SNWR plans a Premium email offering next year.

  • Agents won’t know who gets which offering.
  • Pipeline services show up for everyone.
  • An agent picks SNWR Video Calling, which isn’t live.

🎯 The problem: If you don’t know who uses which offering, you can’t pick the right one on a record.

👉 The fix: subscribe people and places to offerings, and hide services that aren’t live.

2 Subscriptions

Key term: Subscription

A link that says a user, group, location or company uses a service offering.

Subscriptions for SNWR Email - Standard. SNWR Mumbai HQ, a location, is subscribed. SNWR London Office, a location, is subscribed. A note says Sam works at Mumbai HQ, so he's covered through his location. Another note says pipeline services are visible only to the portfolio team.
Figure 1. Places subscribe. People are covered through them.

3 Who can subscribe

Subscribe a… Use it when
Location Everyone at a site gets it, like Mumbai HQ
Group or department One team gets it
User A few named people get it

💡 Good to know: Subscribe the biggest sensible unit, like a location. It’s less to maintain.

📝 Note: Agents can then see which offerings the caller uses, and pick the right one.

4 Let’s try it: subscribe Mumbai HQ

  1. Open SNWR Email – Standard. Find the subscriptions lists.
  2. Add SNWR Mumbai HQ as a subscribed location. Add SNWR London Office too.
  3. Open Sam’s user record. Check his location is SNWR Mumbai HQ.
  4. Open SNWR Video Calling (Pipeline). Plan who should see it, such as the portfolio team only.
  5. Record the visibility choice in the design decisions log.

5 Quick recap

  • A subscription links users, groups or places to an offering
  • SNWR Mumbai HQ subscribes to SNWR Email – Standard
  • Subscribe the biggest sensible unit
  • Agents see which offering the caller uses
  • Keep pipeline services away from agents

6 Check yourself

Think of your answer first. Then tap to check.

1 How is Sam covered by SNWR Email – Standard? Show answer

Through his location, SNWR Mumbai HQ.

2 Subscribe 900 users one by one, or a location? Show answer

The location. It’s less to maintain.

3 Why hide pipeline services? Show answer

They aren’t live, so agents shouldn’t pick them.

4 Name three things you can subscribe. Show answer

Users, groups or departments, and locations.

Nice work! SNWR knows who uses each offering. 🎉
Next up: Using Services in Incident and Change

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